Descriere
Manager, Implementation
Reports to: Implementation Director
Overview:
ADP Employer Services is leading the payroll market in the World and provides Payroll and Human Resource services to clients looking for outsourcing solutions.
In order to provide the best service to our clients, it is crucial to have a team of professionals focused on client and in a product which provides good service not only to external clients but also to internal users that perform Payroll processing, HR services and are in contact with Legal authorities like Social Security, etc.
The implementation department is in charge of implementing these services.
Role Objectives:
Implementation manager has experience on managing projects and managing a team. Will help the Director to achieve the financial goals and create an environment which is productive and very motivating for the team members.
The Implementation Manager leads a team of dedicated project managers, consultants, apps specialists, located in Spain, and has the responsibility to increase Implementation delivery services (BOB and CL/SL offers).
The team is responsible for expediting Starts, collaborating with Service teams, delivering positive client satisfaction, implementation methodology, project management and measurement.
This role is also responsible for instituting and maintaining consistent, continuous improvement processes, as well as compiling, evaluating and reporting on Implementation metrics.
This position makes recommendations and compiles project plans to implement improvements as measured by decreased cost, reduced start times and client satisfaction.
Responsibilities:
• Follow-up on daily activities with the team to ensure that all work is completed on a timely manner according to the timelines agreed for the project, ensuring the delivery of high quality of implementations
• Support on achieving the Strategy and Goals defined for the Business Unit
• Resources assignment to Implementation project
• Manage workload of the team and assess their capacity
• Ensure correct standard processes are followed by each of the team members
• Close collaboration and Support with other team members from other departments
• Ensure team members are trained to perform implementations
• Responsible for ensuring the team are fully trained identifying the extra training needs for the development and growth in knowledge of the team
• Follow-up on the productivity and performance to achieve the established levels of quality, mainly during peak months
• To prepare Goals & Objectives for the team members and after accordance with the Director, communicate to the team members, follow-up and measure the progress
• Support and conduct activities for the implementation team members which can positively impact associate engagement and NPS score
• Act as escalation point for Implementation Project Managers, Consultants internally and externally to the client
• Deploy and apply best processes/practices for all departments
• Analyze and provide statistical data of the team and prepare reports to the Director or other areas of interaction: Billing, Service, Tier 2 department….
• Coach the implementation team in their development and professional career, supporting development plans defined with Director and HR Manager.
• Management of the team regarding working scheduled, holidays, backups and other corporate policies
• Participate in strategic initiatives which increase productivity and efficiency of the implementation projects
Experience/Skills:
• 3 to 4 years’ experience in a similar position
• Minimum 3 years’ experience managing people
• Knowledge Labor Law, Social security and Taxes in Spain and /or Portugal (a plus)
• Knowledge of Payroll and HR systems
• Advanced knowledge in Excel
• Knowledge and experience in Project Managing
• Good verbal and written communication skills
• Ability to resolve customer inquiries and escalated issues within prescribed SLAs
• Ability to work in a changing environment
• Proven ability to build and manage high performance operational teams
• Ability to analyze and resolve problems through effective customer interface and communication
• Ability to prioritize workload, set and achieve goals
• Open minded
• Ability to work under pression
• Flexibility in order to quickly adapt with a continuously changing environment.
Education:
• College or University degree.
• Executive education will be a plus
• PMP certificate will be a plus
Languages:
• Spanish (native) and Portuguese (a plus)
• English (preferably advanced)
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